Client Services Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Client Services Manager based in Canada.

This role offers an exciting opportunity to lead and transform client service operations within a growing financial services environment. You will oversee end-to-end policy servicing activities, enhance operational efficiency, and drive initiatives that improve both client and advisor experiences. The position combines strategic leadership, process optimization, and people management, with a strong focus on scalability, innovation, and service excellence. Working closely with cross-functional teams and external partners, you will help shape operational strategies and implement technology-driven improvements. This is an ideal opportunity for an experienced leader who enjoys building high-performing teams and delivering meaningful organizational impact. You will play a key role in fostering a culture of accountability, continuous improvement, and exceptional service delivery.

Accountabilities:: Lead, coach, and develop the Client Services team through recruitment, onboarding, training, performance management, and employee engagement initiatives.

Define departmental objectives, workforce plans, service strategies, and operational roadmaps aligned with broader business goals.

Oversee all policy servicing functions, including policy maintenance, ownership changes, beneficiary updates, carrier transfers, and related servicing activities.

Monitor workloads, staffing requirements, and capacity planning to ensure service levels are maintained during periods of growth.

Act as the primary escalation point for complex client service issues, operational challenges, and partner concerns.

Build and maintain strong relationships with external partners to improve service quality and operational effectiveness.

Collaborate with internal teams across operations, compliance, finance, technology, and leadership to support seamless service delivery.

Develop and maintain standard operating procedures, workflows, training resources, and knowledge documentation.

Lead operational improvement initiatives focused on increasing efficiency, reducing cycle times, and enhancing scalability.

Identify and implement automation, AI, and technology solutions that improve productivity and service experiences.

Establish quality assurance processes, conduct audits, analyze trends, and implement corrective actions where necessary.

Ensure compliance with regulatory requirements, privacy standards, and internal policies while mitigating operational risks.

Utilize reporting tools, dashboards, and performance metrics to support data-driven decision-making and executive reporting.

Develop educational resources and communication strategies that improve service accuracy and reduce operational errors.

Requirements:

5–7 years of progressive experience within life insurance, financial services, wealth management, or related operational environments.

Minimum of 3 years of leadership or management experience overseeing service or operations teams.

Strong understanding of life insurance policy servicing practices and industry requirements.

Proven experience managing KPIs, service level agreements, operational reporting, and team performance metrics.

Experience leading operational transformation initiatives and implementing process improvements.

Familiarity with workflow automation technologies, AI tools, and digital transformation initiatives.

Strong knowledge of servicing processes across multiple external partners and operational frameworks.

Excellent written and verbal communication skills, with strong organizational and project management capabilities.

Demonstrated analytical, problem-solving, and decision-making skills.

Experience developing standard operating procedures, training materials, and operational documentation.

Ability to work collaboratively across multiple departments and manage competing priorities effectively.

Must reside in and be legally authorized to work in Canada.

Benefits:

Competitive annual salary ranging from $75,000 to $80,000 , depending on experience and qualifications.

Comprehensive group benefits package including health, dental, vision, disability, and life insurance coverage.

Employee group savings program.

Access to mental health resources and an Employee Assistance Program.

Fully remote work opportunities within Canada.

Ongoing training and professional development programs.

Long-term career growth opportunities within an expanding organization.

Opportunity to collaborate with experienced industry professionals and leadership teams.

Supportive and collaborative work environment that values employee contributions.

Inclusive culture centered on integrity, respect, innovation, and continuous improvement.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1